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Humana Lead Technology Support Specialist in Boston, Massachusetts

Description

The Lead Technology Support Specialist enables a reliable technology experience for Humana's senior leaders (C-suite, SVPs, etc.) and their staff members.

The Lead Technology Support Specialist maintains, repairs, and troubleshoots desktop hardware, software packages, and conferencing systems to keep our leaders productive, focused on their critical work and not technology distractions. The Lead Technology Support Specialist works on problems of diverse scope and complexity ranging from moderate to substantial.

Responsibilities

The Lead Technology Support Specialist researches and resolves technical problems of moderate complexity. They ensure end-to-end ownership of issues, escalating and engaging technology experts and leaders as required. They exhibit strong communication skills and leadership presence. They create and manage effective, standardized processes and procedures for their team.

Responsibilities Include:

  • Responds to escalated requests for technical support. Documents, tracks, and monitors the problem using applicable systems and tools.

  • Exercises independent judgment and decision making on complex issues regarding job duties and related tasks, and works under minimal supervision

  • Uses independent judgment requiring analysis of variable factors and determining the best course of action.

Required Qualifications

  • A Bachelor's degree or 8 or more years of technical experience

  • 2 or more years of project leadership experience

  • Experienced in researching and resolves technical problems of moderate complexity, typically escalated from first line support teams

  • Experienced responding to escalated telephone, email and on line requests for technical support

  • Experienced documenting, tracking, and monitoring the problem using applicable systems and tools.

  • Understands department, segment, and organizational strategy and operating objectives, including their linkages to related areas

  • 2 years in a Lead or Supervisor capacity for Desktop Support

  • Must be passionate about contributing to an organization focused on continuously improving consumer experiences

Preferred Qualifications

  • Bachelor's Degree in a Technical Field

  • Desktop Support related Certifications

  • 3+ years experience supporting technology for senior leaders at large enterprises

  • 3+ years advanced A/V troubleshooting skills (meeting platforms e.g. Zoom or Cisco, integration controls e.g. Crestron, camera and sound componentry, network telemetry)

Additional Information

Work-At-Home Requirements

To ensure Home or Hybrid Home/Office associates' ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office associates must meet the following criteria:

  • At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is recommended; wireless, wired cable or DSL connection is suggested

  • Satellite, cellular and microwave connection can be used only if approved by leadership

  • Associates who live and work from Home in the state of California, Illinois, Montana, or South Dakota will be provided a bi-weekly payment for their internet expense.

  • Humana will provide Home or Hybrid Home/Office associates with telephone equipment appropriate to meet the business requirements for their position/job.

  • Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information

Scheduled Weekly Hours

40

Humana complies with all applicable federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, sex, sexual orientation, gender identity or religion. We also provide free language interpreter services. See our https://www.humana.com/legal/accessibility-resources?source=Humana_Website.

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